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Hyundai Auto Canada Corp. is located in the heart of Markham, Ontario, and is a subsidiary of the esteemed Hyundai Motor Company of Korea. We are also a thriving hub of innovation, automotive excellence, and sheer driving passion. Our journey at Hyundai Canada takes us across the entire spectrum of automobiles, from subcompacts to luxurious premium sedans and the adventurous world of sport utility and crossovers. But we're about more than just cars. We're about crafting an exceptional experience that goes beyond the road.

Here at Hyundai Canada, we don't just hire team members; we embrace a team of individuals who are the driving force behind our growth and our unique culture.We're a agile, fast-paced environment where each day unfolds with fresh opportunities and exciting challenges. Our award-winning culture thrives on innovation, the exchange of new ideas, and a relentless pursuit of pushing boundaries.

WHAT YOU WILL DO

The overall purpose of this position is to deliver exceptional customer service to both internal and external customers and to provide coaching and direction to the Customer Relations Coordinators for information gathering and case handling including the handling of escalated cases.

HOW WILL YOU MAKE AN IMPACT

Leadership & Team Development Provide leadership and guidance to Tier 2 Customer Relations Coordinators by monitoring workload, performance, and development to ensure quality service and learning opportunities.

- Offer daily floor support as the first point of contact for team questions, ensuring quick and effective resolution.




- Provide guidance to Tier 1 and Tier 2 agents on general inquiries and complaints, ensuring consistent, customer-centric responses aligned with Hyundai’s values.
- Support team members in case handling, escalations, and complex inquiries while promoting accountability and a culture of improvement.
- Foster an engaged and positive team environment by celebrating wins, promoting collaboration, and making work enjoyable while staying focused on team goals.

Performance & Quality Management

- Review employee metrics to ensure call centre objectives and service standards are achieved.
- Prepare, analyze, and coach back on production reports, including coaching logs, monthly/quarterly reviews, call quality, and training evaluations.
- Ensure daily case closure targets are met and adherence to workflows and processes is maintained.
- Manage Tier 2 escalations and ensure customer satisfaction through timely and effective resolution.
- Liaise with Zone Offices, Dealers, and internal partners for case investigations

Training, Knowledge Management & Process Improvement

- Lead knowledge transfer of new and existing policies and procedures.
- Develop, maintain, and update training materials.
- Define, create, publish, and update Knowledge Base content for Tier 1 and Tier 2 agents.
- Facilitate training sessions,



departmental cross-training, and weekly CR Huddles to support ongoing development and best-practice sharing.
- Identify operational gaps, recommend improvements, and support implementation of updated workflows.
- Lead and support continuous improvement initiatives to enhance efficiency and team performance.

Recall Management

- Update the weekly Recall Report and ensure Tier 1 and Tier 2 agents are informed on current recalls, back orders, and remedy-not-available situations.
- Track recall-related cases and guide the team on handling recall inquiries.
- Support communication and escalation management related to recall activities.

Systems, Tools & Cross-Functional Support

- Utilize the Connex system for tracking, reporting, and workflow management, ensuring process adherence.
- Serve as the departmental SME for Five9.
- Cross-train with the Bluelink Team Leader and act as designated backup during absences or high-volume periods.
- Participate in departmental and enterprise projects, ensuring timely execution, clear documentation, and alignment with Customer Relations goals.

Reporting & Analysis

- Assist the Customer Relations Manager with weekly and monthly analysis, reporting, and operational insights.

WHAT YOU WILL BRING TO THE ROLE

- Completion of a secondary school diploma and college, e.g., diploma / certificate / trade license.... or an equivalent combination of experience and education.
- 5-7 years of relevant experience in same or similar function.
- Excellent oral and written communication skills in both English and French.
- Excellent superv

📌 Bilingual CR Team Lead (Markham)
🏢 Hyundai motor group
📍 Markham